Unlocking an organization user's account

When an organization user incorrectly enters their login credentials three or more times, their account is locked. An organization administrator must unlock the account before the user can log in again.

Note: Unlocking an account is only available for banks. For credit unions, users can regain access to their user accounts by resetting their password.
It can take up to five minutes for an account to appear Locked in User management.
Note: An organization user can have their account status set to Locked and Account access is on hold. In this situation, you must unlock the account and remove the hold before the user can log in again.
  1. Select My profile > Business management.
  2. Select the user that you want to unlock.
    The user's profile opens. A notification banner displays [Name]'s account access is locked due to multiple incorrect login attempts.
  3. Select Unlock.
    A message appears stating that the user was successfully unlocked.
  4. If the user needs their password reset, select Send password reset, and then select Email.
    A notification displays Sent password reset link successfully, and the user must reset their password before they can sign in again.
  5. Select I'm done
    The user's account is unlocked.
Parent topic: User management